Email : swdenq@swd.gov.hk (Note: please state your name and contact telephone numbers in the email)

Suggestions or complaints about services provided by the non-governmental organisations receiving Lump Sum Grant from the Social Welfare Department

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Suggestions or complaints about services provided by non-governmental organisations (NGOs) receiving Lump Sum Grant from the Social Welfare Department (SWD) may be lodged directly with the Executive Director/Chief Executive Officer/Chairperson of the NGOs concerned.

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Further complaints or requests for review may be addressed in writing to the Secretariat of the Lump Sum Grant Independent Complaints Handling Committee (ICHC), providing the details, including the name as shown on the complainant's document of identity, address, telephone number of the complainant for follow up. The ICHC will not handle anonymous complaints or complaints known to the aggrieved complainants for two years or more but will refer these complaints to the Executive Director/Chief Executive Officer/Chairperson of the NGOs concerned for appropriate follow up.

Matters pertaining to the services of residential care homes for the elderly

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The Licensing Office of Residential Care Homes for the Elderly (LORCHE) of the Social Welfare Department is responsible for enforcing the licensing requirements in terms of staffing, space, design, structure, safety precautions and quality of care as specified in the Residential Care Homes (Elderly Persons) Ordinance, its subsidiary Regulation and the Code of Practice. Enquires, suggestions or complaints against the services of residential care homes for the elderly may be lodged to LORCHE direct at 2961 7211 or 2834 7414 during office hours or through the Departmental Hotline at 2343 2255; or by email to lorcheenq@swd.gov.hk or by fax at 2574 4176. The address of LORCHE is as follows :